Third generation quality management: the role of stakeholders in integrating business into society

David Foster, Jan Jonker
2003 Managerial Auditing Journal  
This contribution outlines the development of quality theory through various stages to the point where it now recognises the impact of external groups and individuals on the output of quality products and services. In particular, it articulates how the developments in stakeholder theory has coincided with the development of a theoretical framework for quality management and how stakeholder involvement relates to the output of the organisation. It examines some of the implications of this
more » ... ions of this re-orientation and aims to describe tomorrow's emerging stakeholder model of quality. Finally, it argues that the new conceptualisation represents a generational change as it has fundamental ramifications for the nature of organisations and the way they maintain and evaluate quality. The differences between the generations are characterised and examined to demonstrate their potential significance. This paper outlines the way the management of quality has evolved over the years and the nature and implications of those changes. Its main contribution is to demonstrate how substantially different the 'Third Generation Quality Management' is to those that preceded it and to raise awareness of its implications.
doi:10.1108/02686900310474334 fatcat:jk55cscftjfwjojercbcwwzp2y